Refund & Returns Policy – Custom-Made Products (UK)

Last updated: 07/12/2025

Thank you for shopping with us. Because we manufacture items that are made to your individual specifications, the rules for returns and refunds are slightly different from standard retail purchases. This policy explains your rights and how we handle custom orders.

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1. Custom-Made Products – No Change-of-Mind Returns

All our products are custom-made / made-to-measure to your provided specifications.
Under the Consumer Contracts Regulations 2013, bespoke items are exempt from the standard 14-day right to cancel.

This means we cannot accept returns or offer refunds if you:

• change your mind,

• order the wrong size or provide incorrect measurements,

• select the wrong colour/material, or

• decide you no longer need the item.

Please double-check all measurements and details before placing your order.

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2. Faulty, Damaged or Incorrect Items

Your consumer rights remain fully protected under the Consumer Rights Act 2015.

You are entitled to a repair, replacement, or full refund if your item is:

• faulty,

• damaged on arrival,

• not as described, or

• made to different measurements than those you provided.

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What to do if there’s an issue

Please contact us within 48 hours of delivery with:

• your order number,

• a description of the issue, and

• clear photos showing the fault or damage.

We will assess the case and arrange a repair, replacement, or refund as appropriate.
If a return is required for inspection, we will cover return shipping for faulty items.

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3. Order Cancellations

Because we begin sourcing materials and preparing production soon after an order is placed, cancellation rules depend on the order stage:

• Before production starts: You may cancel and receive a full refund.

• After production has started: We cannot cancel or refund the order, as the product is already being made specifically for you.

If you wish to cancel, please contact us immediately.

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4. Providing Accurate Measurements

Since custom-made items are produced to the exact sizes you submit, we cannot accept responsibility for:

• incorrect measurements provided by the customer, or

• fit issues arising from measurement errors.

If you are unsure how to measure correctly, please request guidance before ordering.

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5. Returns Procedure (Faulty Items Only)

If we request that the product be returned for inspection:

• We will provide return instructions.

• Items must be securely packaged to prevent damage during transit.

• Once received and inspected, we will confirm whether you are eligible for a repair, replacement, or refund.

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6. Your Legal Rights

Nothing in this policy affects your statutory rights under UK law.